Position Summary
It is a frontline leadership role within the Supply Chain function responsible for supervising day-to-day customer service operations. This role ensures accurate interpretation of customer requests, order execution, delivery performance, timely resolution of escalations and complaints, and effective negotiation of pricing and discounts within approved delegations. The leader drives team performance, oversees key customer accounts, and partners cross-functionally to improve service levels, efficiency, and customer satisfaction.
Responsibilities
Customer Account Oversight
Own the health of assigned customer accounts, including order capture, promise dates, backlog management, delivery tracking, and post-delivery support.
Interpret customer requests, contractual obligations, and special terms; ensure accurate order entry and acknowledgment.
Coordinate with planning, production, logistics, and sales to meet customer delivery commitments (OTR/OTP).
Order Management and Delivery Performance
Monitor daily order flow, aging backlog, past-due lines, shortages, and returns; resolve exceptions proactively.
Lead daily stand-ups to align priorities, remove roadblocks, and communicate customer-impacting issues to stakeholders.
Ensure accurate documentation, address order holds (credit, export, compliance), and drive timely resolution.
Pricing and Discount Management
Manage exception pricing requests within delegated authority; validate pricing against contracts, quotes, and margin guardrails.
Partner with Sales/Finance on non-standard pricing, credits, and rebates; ensure approvals and traceability.
Monitor price accuracy on orders/invoices and remediate pricing discrepancies promptly.
Escalation and Complaint Resolution
Serve as the point of escalation for complex customer issues (delivery failures, quality complaints, invoice disputes, warranty claims)
Facilitate root cause analysis and corrective actions with Operations, Quality, Engineering, and Logistics.
Communicate clearly and professionally with customers and internal stakeholders; set expectations and follow through to resolution.
Metrics, Reporting, and Continuous Improvement
Prepare and report customer service metrics to the leadership; review trends and drive actions to close gaps.
Track and improve KPIs (e.g., OTR, OTP, on-time delivery %, fill rate, late backlog, resolution time).
Identify process bottlenecks and lead improvement initiatives leveraging lean/Continuous improvement methodologies; standardize best practices and SOPs.
Team Leadership and Workforce Management
Assign and prioritize team member tasks, balance workload across accounts.
Maintain coverage plans for peak demand, holidays, and after-hours escalations; manage overtime and schedule adherence.
Train, and develop team members; conduct regular coaching, performance reviews, and skill development plans.
Cross-Functional Collaboration
Partner with Sales/Account Management on customer priorities, forecasts, and contracts; align service commitments and communications.
Work with Planning/Production/Logistics to optimize promise dates, expedite workflows, shipment consolidation, and carrier performance.
Coordinate with Finance/AR on invoice accuracy, credit holds, and disputes; collaborate with Quality/Engineering on product issues.
Systems, Data, and Compliance
Ensure accurate master data and order attributes in JD; uphold data integrity and documentation standards.
Adhere to trade compliance, export controls, contract terms, and company policies; maintain audit-ready records.
Customer Advocacy and Voice-of-Customer
Capture VOC insights; translate feedback into actionable improvements across process, policy, and technology.
Promote a customer-centric culture focused on responsiveness, reliability, and transparency.
KEY ACCOUNTABILITIES :
Review daily backlog and shipment plans → at-risk orders and past-due lines → coordinate expedites, alternate sourcing, and promise date alignment to deliver on time and in full.
Triage escalations as they arrive → delivery, quality, and invoice disputes → conduct root cause analysis, coordinate cross-functional corrective actions, and communicate status until closure.
Assign and prioritize tasks daily → email/phone/portal queues and key accounts → monitor dashboards, rebalance workload, and coach for adherence
Validate pricing against contracts/quotes → orders with exception pricing → approve within delegation of authority, document approvals, and correct discrepancies prior to shipment/invoicing.
Run weekly aging reports → lines older than threshold or with date mismatches → clear holds, re-promise with planning/production, update customers, and track reductions.
Extract and reconcile data from JD → OTIF, fill rate, backlog aging, case resolution → annotate drivers/variances and distribute with targeted action plans.
Audit orders pre-ship → pricing, terms, shipping instructions, and master data → correct errors, reinforce SOPs, and address systemic causes via training and process fixes.
Gather Voice-of-Customer and case analytics → recurring pain points → run kaizens, update SOPs/knowledge base, implement automation, and track impact on cycle time/CSAT.
Qualifications
- Bachelor’s degree in Business, Supply Chain, Operations, or related field preferred; equivalent experience considered.
- 6–8 years in Customer Service, Order Management, or Supply Chain within industrial/manufacturing or distribution environments.
- 2–4 years of people leadership or team lead experience in a high-volume, multi-channel customer operations setting.
Parker Hannifin
Parker Hannifin Corporation is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial and aerospace markets.
